The Customer Solutions Manager holds global accountability for the delivery, optimization, and support of enterprise applications spanning Finance (ERP), Human Capital Management (HCM), and Supply Chain (SCM), with a primary focus on Oracle Fusion Cloud Applications.
This role provides strategic leadership to a globally distributed team of Business Analysts and functional specialists, ensuring the consistent delivery of high-quality support, scalable solutions, and strong user adoption across all regions. It is responsible for establishing and maintaining service excellence, operational efficiency, and alignment with global standards.
The position oversees the end-to-end solution lifecycle, from requirements definition and solution design through implementation and post-go-live support. A key focus is placed on driving process standardization, strengthening governance frameworks, and ensuring adherence to local regulatory and compliance requirements.
Acting as a critical interface between business and IT, the Customer Solutions Manager aligns enterprise priorities with technology strategy, manages global demand pipelines, and collaborates closely with internal stakeholders and strategic partners, including Oracle, to deliver robust, future-ready solutions.
In addition, the role serves as the Center of Excellence (CoE) lead for SaaS applications, defining governance models, standards, and best practices for Oracle Fusion Cloud. It ensures effective management of quarterly releases, promotes continuous improvement, and maximizes the return on technology investments across the organization. JOB OUTPUTS & REQUIREMENTS:
The Customer Solutions Manager will be responsible for:
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Lead and manage a global team of Business Analysts and functional specialists across multiple regions.
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Act as the primary interface between global business stakeholders and IT, ensuring alignment of solutions with business priorities.
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Own end-to-end delivery of system solutions, including requirements, design, testing, deployment, and post-go-live support.
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Define and enforce global standards, design principles, and best practices for SaaS solutions.
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Drive global standardisation of business processes while accommodating local regulatory and operational requirements.
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Establish and enforce governance frameworks for change management, enhancements, and issue resolution.
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Prioritise and manage global demand, balancing regional needs and business priorities.
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Collaborate with Oracle and third-party vendors to deliver system enhancements and resolve critical issues.
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Ensure consistent system usage and adoption across regions through training and change management initiatives.
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Provide strategic direction on the optimisation and roadmap of Oracle Fusion Cloud Applications.
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Monitor system performance, user issues, and service delivery to ensure high-quality support globally.
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Engage with senior leadership to provide updates, insights, and recommendations on system and process improvements.
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REQUIRED SKILLS / EXPERIENCE
? Proven experience managing global teams across multiple regions and time zones.
? Strong functional expertise in Finance (ERP), Human Capital Management (HCM), or Supply Chain (SCM) processes.
? Hands-on experience with Oracle Fusion Cloud Applications.
? Strong leadership, stakeholder management, and communication skills at all organisational levels.
? Experience in driving global process standardisation and managing localisation requirements.
? Ability to manage competing priorities in a complex, fast-paced environment.
? Strong analytical, problem-solving, and decision-making capabilities.
? Experience working with external vendors and managing delivery outcomes. EDUCATION / QUALIFICATIONS
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Bachelor’s degree in business, IT, or related field.
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Minimum 10+ years of relevant experience, with at least 3–5 years in a leadership role managing global teams.
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Strong understanding of modern Cloud-based systems and business process frameworks in a global enterprise context.
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Oracle certifications are an advantage.